FAQ

ORDER

Do I need an account to make purchase?

You do not need an account to shop with us. However, creating an account with us have its perks! Not only will you be able to speed up your check-out process in the future, you can start earning shopping rewards!

Can i reserve an item in my shopping basket to buy later?

We understand that you may need some time to consider a purchase before confirming an order. However, putting an item in your shopping basket does not imply a reservation. The product in your cart may go out of stock. Do not worry, you can drop us an email to request for a stock check should it be sold out!

An item I'm interested in is out of stock. What should I do?

You can always drop us an email to enquire about stock availability! Simply include the design name/reference code, size, and colour in your email and we will get back to you the soonest!

What happens if the items are out of stock before dispatching of orders?

In the event when we are unable to fulfill your orders due to out-of-stock items, Goldwood reserves the right to refund or replace items of equivalent value.

We do seek your kind understanding as it’s unavoidable of human errors in stock balance. Please only proceed to order if you are comfortable with this arrangement.

Does it mean that the item sold out online is also sold out at our pop up stores?

The stock availability on our online website does not represent the stock availability at our pop up stores.

Are prices reflected the same throughout the website and pop up stores?

Yes, they are!

Where can i find the size guide and care instructions?

A detailed size guide and care instructions can be found on the right column of every product. For general guidance, please refer to our Buying Guide!

Do you provide alterations?

Unfortunately, we are unable to assist you with alterations. You may like to consult a tailor to do that!

How can I amend my order after it has been placed?

Being an efficient lot, we typically have your orders dispatched for delivery/shipping as fast as we can!
As such, amendments may be subjected to conditions.
Therefore, you are strongly encouraged to double check your orders before completing your orders as amendments will cause delay of parcel(s).

What happens if I forget the password for my account?

All you have to do is click on the Forgot your password? link under the login details fields, and you can enter either your username or your email address to get a new password sent to your email.

You can then set a new password by going to the My Account tab to make changes to your profile.

Can i cancel my order once it is placed?

We are sorry to inform that we are unable to cancel the placed order unless otherwise.

In addition, we do not offer cash refund for items purchased, thus, we are only able to offer exchange to another item or in E-voucher to be used on our online website.

BACKORDER

What are backorder item(s)?

Backorder item(s) are designs that are repeated due to popular demand.

How does backorder works?

Backorder item(s) are orders placed in advance to ensure that you will be able to receive your desired piece when the stock arrives.

How do i purchase backorder item(s)?

You can purchase backorder item(s) under "Back-in-stock".

How long does it take for my backorder to arrive?

The estimated period of stock arrival is mentioned in each individual product page.
Kindly allow 1-3 more days for processing and preparation of backorder items from estimated period of arrival.

We strive our best to ensure backorders arrives at the estimated period, however, there may be unforeseen circumstances which may cause delays in the shipment.
We seek your kind understanding if a delays occurs for backorder items.

Can I try on backorder item(s)?

There may or may not be display pieces available at our retail stores for you to try on.
You may wish to drop us an email to check on availability before heading down.

Can backorder item(s) be exchanged?

Yes, backorder items are regular item(s) that are applicable for exchange.
Kindly refer to Returns & Exchange for more details.

What happens if my order contains backorder and in-stock item(s)?

Your order will only be handed over for delivery when all the item(s) in your order has been fulfilled.

PREORDER

How does preorder works?

Preorder item(s) are orders placed in advance to ensure that you will be able to receive your desired piece when the stock arrives.

How do i purchase preorder item(s)?

You can purchase preorder item(s) under "Preorder".

How long does it take for my preorder to arrive?

The estimated period of stock arrival is mentioned in each individual product page.
Kindly allow 1-3 more days for processing and preparation of preorder items from estimated period of arrival.

We strive our best to ensure preorder arrives at the estimated period, however, there may be unforeseen circumstances which may cause delays in the shipment.
We seek your kind understanding if a delays occurs for backorder items.

Can I try on preorder item(s)?

There may or may not be display pieces available at our retail stores for you to try on.
You may wish to drop us an email to check on availability before heading down.

Can preorder item(s) be exchanged?

Yes, preorder items are regular item(s) that are applicable for exchange.
Kindly refer to Returns & Exchange for more details.

What happens if my order contains preorder and in-stock item(s)?

Your order will only be handed over for delivery when all the item(s) in your order has been fulfilled.

PAYMENT

What currency can I buy in?

Although we offer displays in various currencies, all final transactions will be made in Singapore Dollars (SGD).

What are the payment methods available?

Currently, we only accept Debit/Credit Cards.

I need help with an invalid discount code!

Please take note that some of our discount codes have a validity period. Alternatively, you may like to drop us an email and we will be delighted to assist you!

Why is my order declined?

If your order has been declined, please attempt to place your order again. We are unable to reinstate an order once the payment has been declined.

Here are a few suggestions we can offer:

1. We suggest you check your card details to ensure all information entered is correct at the point of payment.
2. Make sure the security code is entered correctly.
3. If in any case your card issuer has declined your payment, it would be best for you to check with them as we are not privy to the reason for the decline.
4. Try paying with another card if you have entered everything right.

I did not receive any invoice via email for my order?

If you have not received an email invoice after a successful payment for your order:

1. Your email software may be marking our emails as junk mail.
2. Make sure you typed in the correct email address when you signed up with us. Sign in to your account and make changes under “My Account”, then edit your particulars in “Edit”, “Account Information”.
If you are still having trouble receiving email updates from us, please contact us and we will try our best to help you!

FREE GIFT WITH PURCHASE

Stay Tune ~

I have made a purchase but I did not receive any free gift?

Please be informed that redemption of free gift may require a minimum purchase.

I have made an order of sale items. Am I entitled to the gift with purchase?

The free gift is given to all customers who shop on www.goldwood.sg if applicable! However, purchase of sale items will not be awarded with free gift.

I do not like the free gift offered. Can I exchange it for something else?

We hate to disappoint, but we do not have an alternative to offer you!

DELIVERY

How does our delivery service work?

This service is provided by a third party courier service, Ninjavan.
Orders made before 3pm (Monday to Friday) will be dispatched for delivery the following day unless due to unforeseen circumstances.

Ninjavan delivers 8am-8pm from Monday to Saturday. There will be no deliveries on Sundays and PH.

I am only available during part of the stated time slot. Can I have the delivery made during a specific time slot?

You may email in to request for a time slot, however, we cannot confirm that Ninjavan is agreeable. Since our courier service is being outsourced, we do not have control over their schedule.
We can put in a remark with them, but there are no promises!

Can i request for Ninjavan to call me upon delivery?

No worries! Ninjvan messages and calls every single customer before they deliver the parcel and will advice you on the timings they will reach your house!

What if I missed my delivery?

Ninjavan will arrange it directly with you!

How do i track my shipped parcel?

To track your parcel, please kindly refer to Ninjavan's website.

ORDER TRACKING

How do I know if my order has been processed and shipped?

After placing an order with us, you will receive an email acknowledgment. We will continue to send you emails with updates on your order status!

RETURNS & EXCHANGE

How do I return an item for a refund?

For details, please kindly refer to Returns & Exchange.

I received a defective item.What should I do?

Please drop us an email, detailing the defect, so that we can further assist you in getting an exchange done!
For details, please kindly refer to Returns & Exchange.

I have an incorrect/ missing item in my order. What do i do?

Please drop us an email and we will rectify the issue as soon as possible.
For details, please kindly refer to Returns & Exchange.

Am i able to exchange the items i bought with the "Giveaway" E-vouchers?

We are sorry to inform that purchases made with the "Giveaway" E-vouchers are deemed as final and not applicable for an exchange.

Please refer to Returns & Exchange for more information.

Am I able to exchange sale items?

We regret to inform that all sale items are strictly not exchangeable/refundable.

NEWSLETTER/ EMAIL UPDATES

Why do I receive emails from Goldwood?

You may have subscribed to our newsletter previously! If you wish to be excluded in our mailing list, simply unsubscribe through the link provided in any of our newsletter.

I've signed up to be part of Goldwood Mailing List, but have not received any email updates! Why is that so?

There may be several reasons as to why you did not receive any emails from us. Below is a list of possible causes:

WEBSITE / MOBILE SITE

The displays look strange on my browser. Why is that so?

You may like to browse our website using these suggested browsers instead - Google Chrome, FireFox, and Safari.

I have trouble accessing your website. What can I do?

If you have trouble with accessing our website, please try the following:

Delete your cookies on your browser. Please note that if have items in your shopping basket, you would need to make a note of the product name or code as deleting your browser cookies could clear your shopping basket.

On most internet browsers, you can delete your cookies using “Tools” or “History”.

If you are still facing problems regarding the website on your browser, do drop us an email with details including screenshots of error messages you get, which browser you were using and what methods you have tried to view the website.

GIVEAWAY DISCOUNT CODES (E-VOUCHERS)

What are the T&C for giveaway E-vouchers?

Please kindly be inform that T&C applies for all "Giveaway" discount codes for marketing promotions.

Valid only for one time usage online
Strictly adhere to expiry date
Purchases made with giveaway E-vouchers will be deemed as final
Purchases made with giveaway E-vouchers are not applicable for exchange
Excludes any other form of promotions

SPECIAL SALE PERIOD

(Eg. Black Friday Sale)

Sale period terms and conditions:

Customer service (Email and Social media platforms) will be down in view of overwhelming orders.
Amendments/cancellations may be subjected to conditions.
Therefore, you are strongly encouraged to double check your order(s)
[Particulars, email address, size and colour of clothing] before completing your orders.
Strictly no exchange or refunds request will be entertained.
All sale items are while stocks last.
Not valid with other offers or discounts.
Accessories are excluded from the sale.
We will try our best to dispatch your orders for delivery as soon as possible.
However, please take note that dispatch/delivery may experience a delay due to high volume of orders/deliveries over this period.
- Normal delivery duration is not applicable
There may be delivery/shipping charges (if applicable) and/or minimum purchase required to qualify for free shipping in certain sale.

If you require any further assistance, kindly drop us an email at customercare@goldwood.sg and we will get back to you within 2 working days!